Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

PureCloud technology

Leverage the power of the cloud

Choose the Genesys™ PureCloud™ contact center platform and you get the first cloud customer engagement solution purpose-built for the future. It was designed from the ground up to address the spectrum of legacy and emerging digital paradigms. It also scales quickly to meet shifting customer demands.

Built for the contact center customer who doesn’t want to deal with complex configuration and deployment, or employ a team of network engineers to handle sudden spikes in customer interactions, the PureCloud platform deploys in days and scales automatically. This means you can focus on providing business value to your customers. The PureCloud multi-tenant cloud offering was architected for continuous delivery of new features and is constantly enhanced—no upgrade installations are required.

PureCloud microservices

Reliability

Most cloud applications are monolithic. A failure in one area can start a devastating chain-reaction in others. The PureCloud platform is built with a microservices architecture on top of Amazon Web Services (AWS). Each microservice operates independently, breaking complex tasks down into pools of simpler stateless applications; one failure won’t create a domino effect—and that makes your business resilient to outages.

Scalability

Microservices don’t have tightly coupled dependencies, so when new features are added, there is no downtime to your business. No matter how large or global your operation, PureCloud microservices scale seamlessly to meet your needs.

featuredicon-betterresults

Now, when a customer calls, our agents greet them in person because they can see their name, address and previous orders and preferences.

Speed innovation with a modern cloud platform

Ensure that your contact center platform works as a foundation for the future of customer engagement. Whether you want to connect to your customers or improve teamwork, the PureCloud platform offers the power and flexibility to make it happen.

Every business is unique, which is why the PureCloud platform is built to be extensible. The configuration and collected data is exposed using a secure API, so it’s easy to add or create your own integrations. Plus, hundreds of packaged integrations, including Salesforce and Zendesk, are available for installation from the AppFoundry Marketplace.

An ecosystem of openness

PureCloud RESTful APIs provide rich opportunities for you to build your own custom integrations to any other services and systems. And you can use full online developer documentation to programmatically communicate with your PureCloud application. Its unmatched scalability and robust capabilities complement any custom solutions.

We needed a customer experience platform that was reliable and intelligent with a well-thought-out omnichannel roadmap to integrate applications, while improving collaboration and information sharing.

Unleash your developers

API Explorer developer tools

Use the API Explorer developer tools to make API calls to retrieve or update information in your PureCloud implementation—no programming is required. These tools can test common actions, create notifications, gather analytics and more. They can even be used to automatically produce code to help you create custom programs.

Resources and support

Find answers when you need them. Visit the Developer Center for open access to tutorials, documentation and a forum full of information.

laptop dev

Lightning-fast deployment

The PureCloud platform is a contact center solution you can deploy in days, and easily administer in-house. An intuitive user interface makes configuration simple. Spin up new media channels in minutes and customize your call flows with the click of a button. Whether you prefer skills-based routing or advanced bullseye routing, you’re covered.

In a world where customer service expectations are changing at lightning speed, PureCloud gives us a serious competitive advantage.

Get your call center solution up and running in days

Policy managers

Flexible roles and permissions

Control what your employees can view and the actions they can perform. Use the default set of roles and associated permissions or create and assign custom roles that match your unique business processes.

Zero-client-footprint web interface

Because it runs from any modern browser with nothing to install, and no upgrade maintenance to worry about, you can continually add new functionality with the click of a button.

Calculate your PureCloud ROI

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.